We are only asking Ms [redacted] to pay our labor to install the parts The customer is aware that on our out-of-warranty customers, that we will apply the service charge to the repair when out-of-warranty parts and labor are paid for by the customer On 8/31/17, the customer called about an error codeWe diagnosed the customer needed a rotor, starter and wire harness and the customer paid $plus tax for that diagnosisShe was given an estimate for the repair and she decided not to have us order the parts at that time, and therefore she did not place a deposit for the order She was told that if she wished to order the parts, we would require a 50% deposit on the jobShe was told that she could apply the service charge to the parts and labor estimate that we gave herLast week, we received an LG letter which stated the date of purchase was 9/1/ The attached document with the letter showed that the unit had a year warranty on of the parts needed, however, that warranty expired on 9/1/2016, over a year agoAfter the initial diagnosis was made, the customer contacted LG and asked for a parts concessionLG agreed to give the customer a parts concession on of the parts The customer insisted that LG give her a concession for the 3rd part, which she was finally able to get from LG We are definitely not requesting that the customer pay for parts that she has received a parts concession for, and the customer is aware that we are only asking her to pay for labor What she wants is for us to apply the diagnostic service charge to her labor, which we will not doOnly our COD customers have the ability to apply the service charge to their out of warranty repairs This customer is not an out-of-warranty customer She has received a parts concessions The customer paid for a diagnostic service chargeThe service charge can be applied to a COD job when parts and labor are paid for by the customer The customer contacted LG after receiving the diagnosis and Solar is not now selling any parts to the consumer, because she is getting them free from LG The service charge cannot be applied to just labor on a job where parts are being covered by warranty We have not changed our labor price We have simply advised her that we could not proceed with the part order, if she could not approve the cost of labor to replace her partsCorrine CC***, General Manager
When the consumer called he spoke with a Customer Service Representative who advised him that we do not make guarantees that all parts needed will be on the truck that day for a repair that day We advise every customer that our technicians have a company-issued truck stock based on the most-used parts on that route We have a scripted response that all Customer Service Representatives follow based on a consumer's questions regarding service Additionally, the customer did not speak with our Dispatcher when he called inHe spoke with a Customer Service RepresentativeHowever, regardless of whom he may have spoken to, he would not have been guaranteed that the part he needed would be on the truck He would have been told that our technicians carry truck-stock based on the most commonly used parts on that route The part needed on this repair was a special order part and not a part on truck-stock inventory.Sincerely,Corrine CC***, General Manager
How do I respond.I was quoted a price for a tech to come out to fix an over the range microwaveWhen he came out he told me it would take two techs to remove the unit and bring it to the shopTwo techs would mean two fees would be charged, even though I cancelled the second appointment the same day, the techs did returnI was not given a quote of two techsAnd the unit is not fixedI should not have to pay a fee
We are in receipt of the letter from Ms***, regarding her concerns about her washer repair On April 24, 2015, we do show Ms [redacted] was scheduled between 2-pmAt 4:pm, our records were noted that she was advised that our technician was running late but would contact her prior to arrivingAt 6:pm, he contacted her, however, he did not get an answer When Ms [redacted] called back on 4/27/to inquire about her washer service, she was re-scheduled for 4/29/ We would like to apologize for the delay in scheduling and also for the delay in getting her washer back to working order We agree that the usual high standards of our service were not met in this instance.As a result of our investigation, we find that our technician should have stayed with the washer until it had completed its cycle to verify the accuracy of the repair Additionally, when Ms [redacted] called back later that afternoon to advise that the washer was still experiencing a service issue, she should have received a follvisit right away As a result, we have pulled this technician off of his route for additional training, and we have met with our Customer Service team to discuss this situation to prevent future occurrences from happening We have assigned our Service Manager to all future services taking place at the [redacted] residence, and have also sent Ms [redacted] a reimbursement check for her laundry expense We understand how disappointing it is when expectations are not met, and we have taken the necessary steps to make sure that this will not happen again Sincerely, [redacted] , General Manager, Solar Refrigeration & Appliance Service, Inc
We apologize for our late response, but somehow missed the initial inquiry When customers call for service, they are advised that our technicians carry parts on their trucks based on inventory of most-commonly used partsWhen special-order parts are needed, we do not order parts until we have determined by diagnosing the problem when in front of the appliance Our Customer Service Representatives would not guarantee a customer, prior to receiving a service call at their home, that we will have the exact part or parts needed on our service vehiclesWhile we prefer to complete the job on the first trip to the customer's home, sometimes it is not possible, when it is a special order part, and is not a part that most customers needAt the time the customer called for a service request, our Customer Service Representative advised the customer that there would be a charge to come out to diagnose the problem, and that the service charge would be applied to the repair if parts and labor were needed At no time, did our Customer Service Representative guarantee the customer that the part he needed, would be on the truck, and that it would be installed on the same date.Corrine CC***, General Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11295727, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The resolution by the business misinterprets my complaintI am frustrated with the amount of time wasted on my part because Solar Refrigeration has twice failed to fix my washing machine properlyIt is true that we have had problems with appointment times because of my work schedule, and I noted my difficulties when scheduling these callsThe customer service people promised to put in the notes that I would not be available until after a certain time, and the technician disregarded these notes and came when I was not availableIt is also true that my brother was in the shower once when they came overThis was not Solar Refrigeration's responsibility, and I understand why that visit fell through.The issue that I am most concerned about is that Solar Refrigeration improperly fixed my washer, causing a leak, then came out and failed to fix the leakI felt that twice failing to fix my machine properly would make my problem a priority and they would send someone out immediately to look at it againThey did not make me a priority and wanted me to wait three daysI contacted the Revdex.com because I felt disrespected and because Solar Refrigeration is not owning up to their own mistakes, and I just want this problem taken care of Regards, [redacted]
We understand the concerns regarding the status of the Thermador Range owned by [redacted] *** Our Service Manager has been to the Ross home several times during the repair process As the repair progressed, our service technician and our Service Manager found that in many places on the appliances, the brass nuts attaching parts requiring replacement had seized which would require additional parts being needed in order to complete the repair In addition to the venturies being seized, resulting in an inability to replace the control board without replacing the venturies, we found that the gas line connecting the shut off valve to the venturies was also seized, which would have also required additional parts and labor Sometimes with age, we find brass nuts will seize and cannot be freed, requiring it necessary that additional parts be replaced.Our Service Manager has contacted the customer numerous times by phone and has only been able to make contact with [redacted] who has told him to contact [redacted] at his work [redacted] told our Service Manager that [redacted] was handling this matter She advised that [redacted] could not use a cell phone at work as he works in a government position, and she provided us with his office phone number, which we have called numerous times In addition, we have also sent an email trying to make contact to determine how [redacted] wanted to proceed [redacted] has not returned any messages.As [redacted] has never responded to our phone calls or email, we have issued a refund of $to the original credit card payment, which was the deposit the customer paid for parts and laborWe regret that the [redacted] Thermador Range remains unrepaired, however, additional repair costs would be necessary in order to get the unit operating properly.Sincerely,Corrine CC [redacted] General Manager
The consumer has not provided an invoice from another servicer indicating what service was performed, nor that the previous service the customer had was done in error To this date, that documentation has not been received by Solar Our previous position has not changed.Corrine CC***, General Manager
The response provided by Solar Appliance is a flat out lie The african american receptionist promised me she would forward notes to the tech and if there were any issues or conflicts that I would be contacted since they couldn't be out till days later Their policy may say one thing but I would love a recording of my phone call with from their end to see how it differs from my recording They either need to train their receptionists better or admit they are committing fraud.Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11735364, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
We are sorry the consumer is not satisfied with our initial response, nor our follresponse Initially the consumer indicated that they spoke to a male dispatcher who made the guarantee that our technician would have the exact part needed, however, the consumer spoke with a CSR not our DispatcherNow the consumer is saying they spoke with an African-American CSR We do not have an African-American CSRWe have no further comments to add to this matter Sincerely,Corrine CC***, General Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12141167, and find that this resolution is satisfactory to me Regards, [redacted]
Because Solar Refrigeration and Appliance Service, Inc., goes to great lengths to provide the highest level of customer satisfaction and service, we take [redacted] comments very seriously, especially the claim that we are no longer recommended by Samsung To clarify, we are Lowes authorized servicer and perform service for Lowes' customers When a customer contacts Lowes, we would be recommended by LowesWe do not provide in-warranty service for Samsung, and therefore, the reason why Samsung would recommend a different servicer to the [redacted] when the [redacted] chose to call Samsung instead of Lowes.Solar completed service on the [redacted] Samsung refrigerator, on June 15, for water leaking on the bottom of the refrigerator The warranty on the work performed was days on labor, and lifetime on the parts installed The Customer's Statement Of the Problem says that on July 24, 2017, another service company came to their homeHowever, it was not until August 24, 2017, that the customer called us and stated that they wanted a refund because another servicer had come out and told them that our technician had misdiagnosed their repair We requested the customer provide us with a copy of the service diagnosis invoice from the other company that the customer said had been out The customer did not send the repair invoice that was requested, therefore, on September 27, 2017, we closed the customer concern ticket.In mid-November, Solar received the attached invoice from the customerThe invoice attached is dated November 8, and mailed on November 8, There is no description of service requested, nor any description of service performed, and does substantiate the customer's claim that the work previously completed by Solar on June 15, was not needed nor was the refrigerator misdiagnosedOn December 7, 2017, four months after the August 24, phone call with the customer, the customer called again to request a refund and the customer was advised that we have never received any documentation substantiating the customer's claim that the work completed on June 15, was performed in error Corrine CC***, General Manager
This consumer contacted us on 6/12/and requested service for 6/13/The customer was advised that there would be a service charge of $plus tax for our technician to come to his home for the diagnosis of his LG Washer Our technician arrived at 11:am and left at 1:pm During the service call, our technician contacted the LG technical service line to discuss the malfunction issues with the consumer's washer As you will note from the Post Visit Report below, our technician advised the customer that because the unit was a "stacked unit", meaning the dryer was installed on top of the washer, the dryer would need to be uninstalled, prior to service access for making the repair could be achieved He gave the customer the option of either removing the dryer himself, however, our technician did advise the customer that if he decided he wanted our company to uninstall the dryer, we would need to send a second technician, as uninstalling the dryer, and then re-installing it, would require two technicians It is not oftenthat two technicians are required for a repair, however, in the case of a stacked unit, many times the dryer must be removed in order to repair the washer.We cannot speak to the comment made by [redacted] regarding another customer, as we would need the other customer's information to determine if a second technician was necessary on his neighbor's appliance.The service charge paid by [redacted] is not refundableSolar provided the diagnosis that [redacted] requested Corrine CC [redacted] General Manager
RevDex.com: I have reviewed the response made by the business in reference to complaint ID 12555505, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] There are some simple facts. Solar's repair rep did in fact preform unneeded repair, the amount charged was excessive and the repair did not correct the problem. These three facts were proven true by the follow up from a different repair company. Solar's response did not address any of these three issues but simply depended upon "process" to refuse the claim.
We understand Ms***s concern regarding the length of time she waited for replacement of her microwave frameWhen I spoke to Ms [redacted] on the phone initially, I explained that the trim on her microwave was a part that does regularly crack from heatBecause of that, Solar requested Electrolux cover this non-functioning part under warranty coverageOnce the authorization for the replacement frame was approved by Electrolux, Solar placed the frame on orderOur parts department is currently expecting the special order item to be received and this job should be completed no later than 5/18/ Solar will be installing the frame at no charge to the customer Cosmetic parts are considered non-functioning parts and are shipped by UPS ground service and the cycle time for shipping and receiving is longer than a functional part (electrical/operational) which is always shipped airAdditionally, because we had to await manufacturer’s approval for coverage of a non-functional part prior to placing the order, there was additional delay in completing the frame replacement Solar Refrigeration & Appliance Service sincerely regrets any inconvenience this issue may have causedI hope Ms [redacted] will contact me directly if she has any further concerns about this matter[redacted] , Service Manager
We have received Mrs***’s concerns that service on her refrigerator took too longWe would like to apologize that the customer did not receive the level of service that Solar Refrigeration & Appliance Service Incis capable ofAfter reviewing Mrs***’s history file on this repair, we do see that the repair was held back on several occasions due to parts issues between her extended warranty service provider and the manufacturer of the machine Solar received a dispatch for service on 6/16/and scheduled service for 6/19/with Mrs ***On 6/19/2015, we touched base with the customer to advise of our technicians later estimate time of arrival on that dayWhen the technician tried to service the customer on 6/19, there was no answer at the door or on the phoneOn 6/22/our technician returned and after speaking with technical assistance, diagnosed the customers unit to have a bad power board and valve assembly On 6/29/15, after receiving parts from the customer’s extended warranty company, Solar returned to install the power board and valve assemblyDuring part installation, we discovered that the customer’s insurance company had sent down an incomplete valve assemblyOur technician contacted Mrs***’s warranty provider and manufacturer from her home and advised them of the issue with the valve Warrantech agreed to ship another valve downOn 7/6/we returned to the customer’s home to find that her warranty provider again had supplied the wrong partThis time they supplied a water valve instead of a valve assemblyWarrantech was contacted immediately again, and on 7/9/we sent our Service Manager to install these partsOn 7/9/15, our Service Manager found the unit not cooling correctly, and a priority shipment was immediately placedWe contacted the customer on 7/13/to confirm a time for 7/14/for her service appointment, and the customer was not satisfied with her afternoon appointment time with our Service Manager We told Mrs [redacted] that our Service Manager would contact her to discuss her appointment time, for the next dateHe contacted her and she asked that her appointment be changed to as early as possible in the AM on 7/14/15, which he was happy to accommodateMrs ***’s service was completed on that date Due to the on-going parts delays, we regret that the customer did not receive the level of service we are capable of providing and has every right to expect Sincerely, Corrine *C***, General Manager
The dispatcher and I talked confirming the heating coil was bad She agreed one would be on the truck when the tech ca me out He arrived checked the coil confirmed it was bad and did not have a replacement as promised I told them "DO NOT COME OUT IF YOU DO NOT BRING PARTS." I got the part the next Monday for when they wanted dollars before labor If they didn't have the part they should not have come out They did no work byt billed 300+ dollars SCAM CITYRevdex.com: I have reviewed the response made by the business in reference to complaint ID 11735364, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
We have spoken to [redacted] several times concerning her inquiry [redacted] contacted us for service on 11/30/with a service request of "not heating"We replaced the belts and pulley and the request for "not heating" was closed and customer did not call us back for a problem with "not heating The customer was given a lifetime warranty on the belts and pulley replaced[redacted] contacted us for service on 1/15/with a service request of "door latch to dryer broke", which was a new problemWe replaced the strike and door lockThe service request was closed as completed and customer did not call us back for a problem with the dryer doorThe customer was given a lifetime warranty on the strike and door lock[redacted] contacted us for service on 1/29/with a service request of "dryer not working"At that time, the customer requested a refund for the "not heating" problem which was corrected on 11/30/17, and for the "door latch to dryer broke" problem which was corrected on 1/15/18.While it is unfortunate that [redacted] is having a new problem with her unit, Solar Refrigeration & Appliance Service, Inchas no way to determine what else may malfunction in an appliance, or when that malfunction may occur We satisfactorily completed the repairs [redacted] requested, and provided the customer with a lifetime warranty on the parts which we replaced We cannot guarantee that nothing else will break on the appliance or when that may happen When we make a repair, we can only guarantee and warrant the work that we have performed We are not, however, insuring the appliance and any and all future malfunctionsSincerely,Corrine CC***, General Manager
Our initial response to this consumer's request for a refund has not changed The consumer has never provided documentation to substantiate their claim for a refund.Corrine CC [redacted] General Manager
I am doneSince they have cashed my check I assume they will make no adjustments on the billingThe only thing that I can do is alert consumers of their shady business ethics
We are only asking Ms [redacted] to pay our labor to install the parts The customer is aware that on our out-of-warranty customers, that we will apply the service charge to the repair when out-of-warranty parts and labor are paid for by the customer On 8/31/17, the customer called about an error codeWe diagnosed the customer needed a rotor, starter and wire harness and the customer paid $plus tax for that diagnosisShe was given an estimate for the repair and she decided not to have us order the parts at that time, and therefore she did not place a deposit for the order She was told that if she wished to order the parts, we would require a 50% deposit on the jobShe was told that she could apply the service charge to the parts and labor estimate that we gave herLast week, we received an LG letter which stated the date of purchase was 9/1/ The attached document with the letter showed that the unit had a year warranty on of the parts needed, however, that warranty expired on 9/1/2016, over a year agoAfter the initial diagnosis was made, the customer contacted LG and asked for a parts concessionLG agreed to give the customer a parts concession on of the parts The customer insisted that LG give her a concession for the 3rd part, which she was finally able to get from LG We are definitely not requesting that the customer pay for parts that she has received a parts concession for, and the customer is aware that we are only asking her to pay for labor What she wants is for us to apply the diagnostic service charge to her labor, which we will not doOnly our COD customers have the ability to apply the service charge to their out of warranty repairs This customer is not an out-of-warranty customer She has received a parts concessions The customer paid for a diagnostic service chargeThe service charge can be applied to a COD job when parts and labor are paid for by the customer The customer contacted LG after receiving the diagnosis and Solar is not now selling any parts to the consumer, because she is getting them free from LG The service charge cannot be applied to just labor on a job where parts are being covered by warranty We have not changed our labor price We have simply advised her that we could not proceed with the part order, if she could not approve the cost of labor to replace her partsCorrine CC***, General Manager
When the consumer called he spoke with a Customer Service Representative who advised him that we do not make guarantees that all parts needed will be on the truck that day for a repair that day We advise every customer that our technicians have a company-issued truck stock based on the most-used parts on that route We have a scripted response that all Customer Service Representatives follow based on a consumer's questions regarding service Additionally, the customer did not speak with our Dispatcher when he called inHe spoke with a Customer Service RepresentativeHowever, regardless of whom he may have spoken to, he would not have been guaranteed that the part he needed would be on the truck He would have been told that our technicians carry truck-stock based on the most commonly used parts on that route The part needed on this repair was a special order part and not a part on truck-stock inventory.Sincerely,Corrine CC***, General Manager
How do I respond.I was quoted a price for a tech to come out to fix an over the range microwaveWhen he came out he told me it would take two techs to remove the unit and bring it to the shopTwo techs would mean two fees would be charged, even though I cancelled the second appointment the same day, the techs did returnI was not given a quote of two techsAnd the unit is not fixedI should not have to pay a fee
We are in receipt of the letter from Ms***, regarding her concerns about her washer repair On April 24, 2015, we do show Ms [redacted] was scheduled between 2-pmAt 4:pm, our records were noted that she was advised that our technician was running late but would contact her prior to arrivingAt 6:pm, he contacted her, however, he did not get an answer When Ms [redacted] called back on 4/27/to inquire about her washer service, she was re-scheduled for 4/29/ We would like to apologize for the delay in scheduling and also for the delay in getting her washer back to working order We agree that the usual high standards of our service were not met in this instance.As a result of our investigation, we find that our technician should have stayed with the washer until it had completed its cycle to verify the accuracy of the repair Additionally, when Ms [redacted] called back later that afternoon to advise that the washer was still experiencing a service issue, she should have received a follvisit right away As a result, we have pulled this technician off of his route for additional training, and we have met with our Customer Service team to discuss this situation to prevent future occurrences from happening We have assigned our Service Manager to all future services taking place at the [redacted] residence, and have also sent Ms [redacted] a reimbursement check for her laundry expense We understand how disappointing it is when expectations are not met, and we have taken the necessary steps to make sure that this will not happen again Sincerely, [redacted] , General Manager, Solar Refrigeration & Appliance Service, Inc
We apologize for our late response, but somehow missed the initial inquiry When customers call for service, they are advised that our technicians carry parts on their trucks based on inventory of most-commonly used partsWhen special-order parts are needed, we do not order parts until we have determined by diagnosing the problem when in front of the appliance Our Customer Service Representatives would not guarantee a customer, prior to receiving a service call at their home, that we will have the exact part or parts needed on our service vehiclesWhile we prefer to complete the job on the first trip to the customer's home, sometimes it is not possible, when it is a special order part, and is not a part that most customers needAt the time the customer called for a service request, our Customer Service Representative advised the customer that there would be a charge to come out to diagnose the problem, and that the service charge would be applied to the repair if parts and labor were needed At no time, did our Customer Service Representative guarantee the customer that the part he needed, would be on the truck, and that it would be installed on the same date.Corrine CC***, General Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11295727, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The resolution by the business misinterprets my complaintI am frustrated with the amount of time wasted on my part because Solar Refrigeration has twice failed to fix my washing machine properlyIt is true that we have had problems with appointment times because of my work schedule, and I noted my difficulties when scheduling these callsThe customer service people promised to put in the notes that I would not be available until after a certain time, and the technician disregarded these notes and came when I was not availableIt is also true that my brother was in the shower once when they came overThis was not Solar Refrigeration's responsibility, and I understand why that visit fell through.The issue that I am most concerned about is that Solar Refrigeration improperly fixed my washer, causing a leak, then came out and failed to fix the leakI felt that twice failing to fix my machine properly would make my problem a priority and they would send someone out immediately to look at it againThey did not make me a priority and wanted me to wait three daysI contacted the Revdex.com because I felt disrespected and because Solar Refrigeration is not owning up to their own mistakes, and I just want this problem taken care of Regards, [redacted]
We understand the concerns regarding the status of the Thermador Range owned by [redacted] *** Our Service Manager has been to the Ross home several times during the repair process As the repair progressed, our service technician and our Service Manager found that in many places on the appliances, the brass nuts attaching parts requiring replacement had seized which would require additional parts being needed in order to complete the repair In addition to the venturies being seized, resulting in an inability to replace the control board without replacing the venturies, we found that the gas line connecting the shut off valve to the venturies was also seized, which would have also required additional parts and labor Sometimes with age, we find brass nuts will seize and cannot be freed, requiring it necessary that additional parts be replaced.Our Service Manager has contacted the customer numerous times by phone and has only been able to make contact with [redacted] who has told him to contact [redacted] at his work [redacted] told our Service Manager that [redacted] was handling this matter She advised that [redacted] could not use a cell phone at work as he works in a government position, and she provided us with his office phone number, which we have called numerous times In addition, we have also sent an email trying to make contact to determine how [redacted] wanted to proceed [redacted] has not returned any messages.As [redacted] has never responded to our phone calls or email, we have issued a refund of $to the original credit card payment, which was the deposit the customer paid for parts and laborWe regret that the [redacted] Thermador Range remains unrepaired, however, additional repair costs would be necessary in order to get the unit operating properly.Sincerely,Corrine CC [redacted] General Manager
The consumer has not provided an invoice from another servicer indicating what service was performed, nor that the previous service the customer had was done in error To this date, that documentation has not been received by Solar Our previous position has not changed.Corrine CC***, General Manager
The response provided by Solar Appliance is a flat out lie The african american receptionist promised me she would forward notes to the tech and if there were any issues or conflicts that I would be contacted since they couldn't be out till days later Their policy may say one thing but I would love a recording of my phone call with from their end to see how it differs from my recording They either need to train their receptionists better or admit they are committing fraud.Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11735364, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
We are sorry the consumer is not satisfied with our initial response, nor our follresponse Initially the consumer indicated that they spoke to a male dispatcher who made the guarantee that our technician would have the exact part needed, however, the consumer spoke with a CSR not our DispatcherNow the consumer is saying they spoke with an African-American CSR We do not have an African-American CSRWe have no further comments to add to this matter Sincerely,Corrine CC***, General Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12141167, and find that this resolution is satisfactory to me Regards, [redacted]
Because Solar Refrigeration and Appliance Service, Inc., goes to great lengths to provide the highest level of customer satisfaction and service, we take [redacted] comments very seriously, especially the claim that we are no longer recommended by Samsung To clarify, we are Lowes authorized servicer and perform service for Lowes' customers When a customer contacts Lowes, we would be recommended by LowesWe do not provide in-warranty service for Samsung, and therefore, the reason why Samsung would recommend a different servicer to the [redacted] when the [redacted] chose to call Samsung instead of Lowes.Solar completed service on the [redacted] Samsung refrigerator, on June 15, for water leaking on the bottom of the refrigerator The warranty on the work performed was days on labor, and lifetime on the parts installed The Customer's Statement Of the Problem says that on July 24, 2017, another service company came to their homeHowever, it was not until August 24, 2017, that the customer called us and stated that they wanted a refund because another servicer had come out and told them that our technician had misdiagnosed their repair We requested the customer provide us with a copy of the service diagnosis invoice from the other company that the customer said had been out The customer did not send the repair invoice that was requested, therefore, on September 27, 2017, we closed the customer concern ticket.In mid-November, Solar received the attached invoice from the customerThe invoice attached is dated November 8, and mailed on November 8, There is no description of service requested, nor any description of service performed, and does substantiate the customer's claim that the work previously completed by Solar on June 15, was not needed nor was the refrigerator misdiagnosedOn December 7, 2017, four months after the August 24, phone call with the customer, the customer called again to request a refund and the customer was advised that we have never received any documentation substantiating the customer's claim that the work completed on June 15, was performed in error Corrine CC***, General Manager
This consumer contacted us on 6/12/and requested service for 6/13/The customer was advised that there would be a service charge of $plus tax for our technician to come to his home for the diagnosis of his LG Washer Our technician arrived at 11:am and left at 1:pm During the service call, our technician contacted the LG technical service line to discuss the malfunction issues with the consumer's washer As you will note from the Post Visit Report below, our technician advised the customer that because the unit was a "stacked unit", meaning the dryer was installed on top of the washer, the dryer would need to be uninstalled, prior to service access for making the repair could be achieved He gave the customer the option of either removing the dryer himself, however, our technician did advise the customer that if he decided he wanted our company to uninstall the dryer, we would need to send a second technician, as uninstalling the dryer, and then re-installing it, would require two technicians It is not oftenthat two technicians are required for a repair, however, in the case of a stacked unit, many times the dryer must be removed in order to repair the washer.We cannot speak to the comment made by [redacted] regarding another customer, as we would need the other customer's information to determine if a second technician was necessary on his neighbor's appliance.The service charge paid by [redacted] is not refundableSolar provided the diagnosis that [redacted] requested Corrine CC [redacted] General Manager
RevDex.com: I have reviewed the response made by the business in reference to complaint ID 12555505, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] There are some simple facts. Solar's repair rep did in fact preform unneeded repair, the amount charged was excessive and the repair did not correct the problem. These three facts were proven true by the follow up from a different repair company. Solar's response did not address any of these three issues but simply depended upon "process" to refuse the claim.
We understand Ms***s concern regarding the length of time she waited for replacement of her microwave frameWhen I spoke to Ms [redacted] on the phone initially, I explained that the trim on her microwave was a part that does regularly crack from heatBecause of that, Solar requested Electrolux cover this non-functioning part under warranty coverageOnce the authorization for the replacement frame was approved by Electrolux, Solar placed the frame on orderOur parts department is currently expecting the special order item to be received and this job should be completed no later than 5/18/ Solar will be installing the frame at no charge to the customer Cosmetic parts are considered non-functioning parts and are shipped by UPS ground service and the cycle time for shipping and receiving is longer than a functional part (electrical/operational) which is always shipped airAdditionally, because we had to await manufacturer’s approval for coverage of a non-functional part prior to placing the order, there was additional delay in completing the frame replacement Solar Refrigeration & Appliance Service sincerely regrets any inconvenience this issue may have causedI hope Ms [redacted] will contact me directly if she has any further concerns about this matter[redacted] , Service Manager
We have received Mrs***’s concerns that service on her refrigerator took too longWe would like to apologize that the customer did not receive the level of service that Solar Refrigeration & Appliance Service Incis capable ofAfter reviewing Mrs***’s history file on this repair, we do see that the repair was held back on several occasions due to parts issues between her extended warranty service provider and the manufacturer of the machine Solar received a dispatch for service on 6/16/and scheduled service for 6/19/with Mrs ***On 6/19/2015, we touched base with the customer to advise of our technicians later estimate time of arrival on that dayWhen the technician tried to service the customer on 6/19, there was no answer at the door or on the phoneOn 6/22/our technician returned and after speaking with technical assistance, diagnosed the customers unit to have a bad power board and valve assembly On 6/29/15, after receiving parts from the customer’s extended warranty company, Solar returned to install the power board and valve assemblyDuring part installation, we discovered that the customer’s insurance company had sent down an incomplete valve assemblyOur technician contacted Mrs***’s warranty provider and manufacturer from her home and advised them of the issue with the valve Warrantech agreed to ship another valve downOn 7/6/we returned to the customer’s home to find that her warranty provider again had supplied the wrong partThis time they supplied a water valve instead of a valve assemblyWarrantech was contacted immediately again, and on 7/9/we sent our Service Manager to install these partsOn 7/9/15, our Service Manager found the unit not cooling correctly, and a priority shipment was immediately placedWe contacted the customer on 7/13/to confirm a time for 7/14/for her service appointment, and the customer was not satisfied with her afternoon appointment time with our Service Manager We told Mrs [redacted] that our Service Manager would contact her to discuss her appointment time, for the next dateHe contacted her and she asked that her appointment be changed to as early as possible in the AM on 7/14/15, which he was happy to accommodateMrs ***’s service was completed on that date Due to the on-going parts delays, we regret that the customer did not receive the level of service we are capable of providing and has every right to expect Sincerely, Corrine *C***, General Manager
The dispatcher and I talked confirming the heating coil was bad She agreed one would be on the truck when the tech ca me out He arrived checked the coil confirmed it was bad and did not have a replacement as promised I told them "DO NOT COME OUT IF YOU DO NOT BRING PARTS." I got the part the next Monday for when they wanted dollars before labor If they didn't have the part they should not have come out They did no work byt billed 300+ dollars SCAM CITYRevdex.com: I have reviewed the response made by the business in reference to complaint ID 11735364, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
We have spoken to [redacted] several times concerning her inquiry [redacted] contacted us for service on 11/30/with a service request of "not heating"We replaced the belts and pulley and the request for "not heating" was closed and customer did not call us back for a problem with "not heating The customer was given a lifetime warranty on the belts and pulley replaced[redacted] contacted us for service on 1/15/with a service request of "door latch to dryer broke", which was a new problemWe replaced the strike and door lockThe service request was closed as completed and customer did not call us back for a problem with the dryer doorThe customer was given a lifetime warranty on the strike and door lock[redacted] contacted us for service on 1/29/with a service request of "dryer not working"At that time, the customer requested a refund for the "not heating" problem which was corrected on 11/30/17, and for the "door latch to dryer broke" problem which was corrected on 1/15/18.While it is unfortunate that [redacted] is having a new problem with her unit, Solar Refrigeration & Appliance Service, Inchas no way to determine what else may malfunction in an appliance, or when that malfunction may occur We satisfactorily completed the repairs [redacted] requested, and provided the customer with a lifetime warranty on the parts which we replaced We cannot guarantee that nothing else will break on the appliance or when that may happen When we make a repair, we can only guarantee and warrant the work that we have performed We are not, however, insuring the appliance and any and all future malfunctionsSincerely,Corrine CC***, General Manager
Our initial response to this consumer's request for a refund has not changed The consumer has never provided documentation to substantiate their claim for a refund.Corrine CC [redacted] General Manager
I am doneSince they have cashed my check I assume they will make no adjustments on the billingThe only thing that I can do is alert consumers of their shady business ethics